Subject: GTW 270 Hybrid, left earbud not working
From: EPOS Global Support <[email-masked]>
Cc: Marika Fujita <[email-masked]>, "Mark Steensen (MKSE)" <[email-masked]>
Date: Fri, 08 Oct 2021 01:57:30 +0000

You are registered as a CC on this support request (176824). Reply to this email to add a comment to the request.

----------------------------------------------

Daisuke Murata, Oct 8, 2021, 1:57 UTC (private)

**Marika Fujita**​  As separately talked, could you pls handle the rest to inform Mr. Kenneth?

----------------------------------------------

Mark Steensen (MKSE), Oct 7, 2021, 11:50 UTC (private)

Hi Daisuke,

Replacement is issued and should be delivered in 3-4 business days. I attached free return label for faulty device.

Order number: **GE1562777574NL**
Order Date: **07/10/2021**
Delivery method: **Express Courier (Air)**

Attachment(s):
ReturnLabel - 2021-10-07T134824.442.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/zGAsE9INHySoWd4bOHRU9xlan/?name=ReturnLabel+-+2021-10-07T134824.442.pdf

----------------------------------------------

Daisuke Murata, Oct 7, 2021, 7:49 UTC

Dear Kenneth,

Good day.
After the consideration of the issue we would like to offer you a replacement.
We have redirected this case to our Global-E team, so a relevant team will update you regarding the procedure.

Thank you.

We wish you a nice day!

Best regards,
Daisuke Murata
EPOS Global Support

----------------------------------------------

Daisuke Murata, Oct 7, 2021, 7:42 UTC (private)

**Mark Steensen (MKSE)**​

Hi Mark,
Could you please handle the below replacement request for GTW 270 Hybrid?
RMA has been approved with GTW 270 Hybrid.

**_CASE SUMMARY_**

**Contact person**: Kenneth Mr.
**Email**: [email-masked]
**Product name**: GTW 270
**Issue**: left earbud not working
**Troubleshooting**:
**Current status**:

Order No: GE1147017338NL

 ![](https://eposaudio.zendesk.com/attachments/token/y1QnaoTKG7adLDJkWSCzlFknq/?name=inline847706197.png)​

Attachment(s):
CustomerReceipt.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/O3Fg4gxHQ4f4ij0JJ3BguAGrR/?name=CustomerReceipt.pdf

----------------------------------------------

Kenneth Mr., Oct 7, 2021, 6:59 UTC

hello is there any updated news available ?

----------------------------------------------

Josephine Veena, Oct 6, 2021, 8:30 UTC (private)

RMA approved for 1xGTW 270. Add the customer details to the internal note and assign the ticket to Webstore group.

----------------------------------------------

Kenneth Mr., Oct 6, 2021, 3:49 UTC

I can provide official invoice 
It's purchased on 28 April

Attachment(s):
CustomerReceipt.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/93aYoyTBq96eichDEuXn8qjWk/?name=CustomerReceipt.pdf

----------------------------------------------

Daisuke Murata, Oct 6, 2021, 3:00 UTC (private)

**_NEXT ACTION_**

**What**: Asking for exact purchase date as it was not clarified in provided POP
**Who**: Customer
**When**: 10/11

----------------------------------------------

Daisuke Murata, Oct 6, 2021, 3:00 UTC

Dear Kenneth,

Thank you for your reply.
Could you please advise the date you purchased GTW 270 Hybrid from our website?

We are sorry for the trouble caused to you, but we do not have an access to order no and its history unless asking for a representative in EU.

Thank you.

EPOS Global Support
Daisuke Murata

----------------------------------------------

Daisuke Murata, Oct 6, 2021, 2:57 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Kenneth Mr.
**Email**: [email-masked]
**Product name**: GTW 270
**Issue**: left earbud not working
**Troubleshooting**:
**Current status**:

GTW 270 Hybrid
FW updated to the latest version. It used to work fine, but for the last couple of days its left earbud got to work only occasionally; not transferring any signal or receiving microphone audio.

----------------------------------------------

Kenneth Mr., Oct 5, 2021, 10:26 UTC

Thank you 
If have any further news pls let know 
Or on my side what can I do

----------------------------------------------

Daisuke Murata, Oct 5, 2021, 8:07 UTC

Dear Kenneth,

Thank you very much. We understood the situation.
We will get back to you shortly with the possible solution or a replacement advice.

Thank you for your further patience with us.

EPOS Global Support
Daisuke Murata

----------------------------------------------

Kenneth Mr., Oct 5, 2021, 4:07 UTC

Yes it is put on close range , i am just using it on my left and right ear

----------------------------------------------

Daisuke Murata, Oct 5, 2021, 3:01 UTC (private)

**_NEXT ACTION_**

**What**: Asked if 2 earbuds are used in a normal distance, just in case.
**Who**: Customer/Daisuke to find other relevant troubleshooting if necessary
**When**: 10/8

----------------------------------------------

Daisuke Murata, Oct 5, 2021, 3:00 UTC

Dear Kenneth,

Good day to you.
Assume the firmware is duly updated for your GTW 270 Hybrid.

Could you please advise if you should not use 2 earbuds separately, just in case, as when 2 earbuds are placed away each other the signal is lost. Trust it may be not the case for you, but would like to clarify if earbuds are close while in use.

We will further investigate internally and get back to you shortly.
Thank you.

EPOS Global Support
Daisuke Murata

----------------------------------------------

Kenneth Mr., Oct 4, 2021, 6:42 UTC

Its works 1 time out of 5 times only with re- installing everything 
that means still same as before

Attachment(s):
epos invoice.PNG - https://eposaudio-gaming.zendesk.com/attachments/token/ENkGHkj2uvTqLB1qcImUlRNAo/?name=epos+invoice.PNG

----------------------------------------------

Kenneth Mr., Oct 4, 2021, 6:41 UTC

Hi,
Here attached my invoice details , i am ordering with the same email as this
I ve tried with new driver and re setup
It works with 1 time out of 5 times
Please let me know solutions
thank you.

Kenneth

Attachment(s):
epos invoice.PNG - https://eposaudio-gaming.zendesk.com/attachments/token/72TFqBCHDMRTV4Q9kccyXBdJN/?name=epos+invoice.PNG

----------------------------------------------

Daisuke Murata, Oct 4, 2021, 4:29 UTC

Kenneth,

We are sorry to bother you again.
As we talked, please also provide us with the proof of purchase.

Thank you very much.

Daisuke

----------------------------------------------

Daisuke Murata, Oct 4, 2021, 4:28 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Kenneth Mr.
**Email**: [email-masked]
**Product name**: GTW 270
**Issue**: left earbud not working
**Troubleshooting**:
**Current status**:

GTW 270 Hybrid's left earbud is not working while the right side works fine.
Asking to provide us with the POP, as well as to try basic troubleshooting.

----------------------------------------------

Daisuke Murata, Oct 4, 2021, 4:27 UTC

Dear Kenneth,

Thank you for the call earlier.
For your convenience we have created **support ticket number 176824** for your inquiry.

We are sorry to hear that you are experiencing problems with GTW 270 Hybrid.
We would appreciate if you could go through the following troubleshooting and see if the issue persists.

- Could you please check if the firmware installed for your GTW 270 and the dongle are updated? If you have not yet downloaded Gaming Suite app, please try with the following link.
https://www.eposaudio.com/en/in/gaming/audio/epos-gaming-suite

- You could reset the device by pressing the button on the charging case for around 10 seconds. Please dock the earbuds in the case and close the lid, then push the button for around 10 seconds until the LED flashes purple 3 times. Then please try re-pair with your device.

Thank you.

We wish you a nice day!

Best regards,
Daisuke Murata
EPOS Global Support

----------------------------------------------

Daisuke Murata, Oct 4, 2021, 4:17 UTC (private)

Disposition: Successful Call
Recording URL: https://epos.mytalkdesk.com/interactions/8d061a2bde424c5782089d589d3438b6/recordings/0.mp3
Call duration: 256
Description: GTW 270 left year pad not working

----------------------------------------------

Daisuke Murata, Oct 4, 2021, 4:13 UTC (private)

ring group :hk_gaming
contact number :  +85261831653
duration : 
status :

--------------------------------
This email is a service from EPOS Gaming.

[MMM9LK-8WMK]